April 29th, 2013
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Calculating Your Net Promoter Score™
The Net Promoter Score™ is simple to calculate and has been proven to be an effective way to gauge the health of a company’s growth engine. However, the crucial part is being able to adjust those specific areas of your business that will increase customer loyalty. Corsential's solutions show you exactly why your clients rate you the way they do so you have the data to make those crucial decisions.
A single question is asked to gather the data required to calculate your Net Promoter Score. Those who respond to the question with a 9 or 10 are classified as Promoters. Those who respond with a 0 to 6 are Detractors. The percentage of detractors is subtracted form the percentage of Promoters to get the Net Promoter Score. Look at the illustration below:
Suppose we spoke with 1000 clients and got the following results:
Your Net Promoter Score can range anywhere from -100 to 100 and is always shown as an integer.
Corsential also asks the respondents the reason for their score. These responses are collected as coded verbatim and yield valuable insights as to the organizational or operational changes that need to be implemented.
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